Posts Tagged ‘ customer relationship management ’

Organisations in Cyberspace: Permission Asset CRM considerations

One of the changes that Cyberspace has brought about is building a permission asset for your organisation. It's the basic principle of asking for permission to approach your customer regarding future commercial opportunities. We have all seen it before: "May we please contact you regarding the following in future:". And then follows list with topics such as customer feedback, new product evaluations, Christmas cards, updates regarding your offering, newsletters, blogs and such. In my opinion, there is intentional permission and circumstantial permission. This article is about how deal with this important distinction[ READ MORE ]

Not enough customer information? Time to get paranoid.

There’s a saying that goes: ”if you’re not paranoid, you don’t have enough information”. It is derived from the premise, that even when you think you have everything under control, there is probably something you don’t know about which could and will bite you in the backside when you least expect it. Recognise this from your adventures in CRM world? Sure you do. Of course, if you lived by this rule, you would never be able to relax again. So you don’t live by this rule. Ironically though, this saying represents the exact most current challenge that all of us in CRM-land are facing. The fear of being confronted with something customer related that we don’t know about. How do you have an intelligent conversation with your customer if you don’t have the relevant information[ READ MORE ]

Still not getting the basics right.

Yesterday I referred to not having been treated as I think a customer should. With service and respect. And wouldn’t you believe it. This morning I stroll into a huge retail outlet specialising in elecronics to buy a camera. They have just opened, so shop attendants are still standing around doing nothing, talking, joking with each [ READ MORE ]

Come and go with a smile. A pre-condition.

Has it happened to you too recently that you are in shop, restaurant or some other venue and you receive what I call ‘reluctant service‘? That service received from someone whose entire being clearly communicates: ‘I’d rather be at home on the couch in my pyjamas than talking to you, jackass.’ Not that there is anything [ READ MORE ]

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